You will be responsible for overseeing post-delivery support and maintenance of IT infrastructure projects, ensuring compliance with service level agreements (SLAs), and driving continuous service improvements. The role involves coordinating with cross-functional teams, managing incident escalations, maintaining asset inventories, and delivering detailed maintenance reports. It requires a solid understanding of IT infrastructure-including servers, networking, virtualisation, and backup systems-along with strong analytical, organisational, and communication skills to ensure high-quality service delivery and client satisfaction.

Job Title:

Associate Engineer/Engineer/Senior Engineer (Infrastructure Project Maintenance Lead)

Education / Experience:

• Bachelor's degree in the field of information technology, engineering, computer science or equivalent work experience is required.
• 3+ years of experience of operational and/or client service experience required.

Job Description:

• Monitoring service level agreement (SLA) performance for compliance.
• Analysing and reviewing service performance against the service level agreement (SLAs).
• Developing, managing, and administering service management best practices.
• Facilitating communication between departments in order to define and maintain the service level agreement (SLAs) required for each business unit.
• Organising and maintaining the regular service level review process with internal stakeholders.
• Initiating required actions to maintain or improve service levels, including facilitating Service Improvement Plans.
• Providing regular feedback to management and stakeholders regarding status and effect of outstanding issues.
• Ensuring that the service level management process and working practices are effective and efficient, and that all stakeholders are sufficiently involved in the service level management process.
• Developing service management strategies and identifying staff, tools and specialised support to ensure processes provide maximum efficiency.
• Assisting in the development, implementation and continual improvement of ITIL processes.
• Working closely with Operations, Infrastructure, Engineering and Applications teams to establish processes and service level objectives that ensure system issues are resolved and user concerns are addressed.
• Develop and use metrics/analytics/KPI to identify trends and preventative measures to ensure a "best in class" level of client support and service, and determine areas for improvement.
• Collaborate on systems and networks development tasks to include requirements, design, procurement, implementation, configuration, documentation, integration, testing, maintenance and upgrade.
• Provide on call, 24x7 supports for systems and networks on a rotating basis. Implement corrective procedures to resolve production problems and minimise unplanned system outages.
• Create and maintain programmatic and technical documentation to ensure efficient planning and execution.
• Performing additional tasks and supporting special projects, as required.
• Coordinate with various members of Support Services Management and technical teams to optimise technology services.
• Require to provide a monthly SLA summary presentation to the Customer relating to all projects under the Master SLA during the SLA or Management (MRMP) Meeting.
• To be aware of and manage Severity 1 incidents and as and when necessary, to report the status to the Project Director/or Customer.
• Require to have a good understanding of the incident problem and status, especially for Severity 1 incidents and manage the expectation from the customer.
• Lead the post-delivery team to maintain and keep track of all post-delivery projects relating to :

a) Track, Manage and Renew All Projects' Support Contracts

b) Maintain Inventory/Asset list

c) Schedule all preventive maintenance and ad-hoc tasks

d) Compile and deliver all forms of maintenance reports (eg, installation report, incident report,

scope of works, certificate of completion, quarterly preventive maintenance report, ISO

report, billing, etc)

Skill sets:

• Good team worker who can also carry out assignments independently.
• Knowledge of IT Infrastructure such as Servers, OS, Network, Virtualisation, Cloud, Storage and Backup Solutions.
• Strong aptitude for technology required, including proven ability to learn new platforms, systems, processes and skills sets.
• Strong analytical skills and high attention to detail.
• Exceptional customer focus and professional acumen.
• Excellent interpersonal skills and communication skills (written and verbal).
• Understanding of negotiation, conflict and risk management skills.
• Excellent vendor relationship management skills.
• Quality Escalation Management, Account Management/Review, Exception Handling, Costs/Overhead Management, Contract Renewal skills and ensure that all SLA/KPI are met.
• Excellent organisational and time management skills, including the ability to manage multiple assignments and priorities in a fast-paced environment.
• Ability to act as a good team player demonstrating dedication, reliability, adaptability, initiative, good judgement and ability to work independently.
• Candidates with one or more of the following products' high-level overviews will have an advantage, but it is not mandatory: Entry Level Skills in:

1. Microsoft Azure
2. Operations & Support
3. Window servers(AD, Clustering)
4. Linux (Red Hat, Centos, Ubuntu, Etcetera)
5. Systems Security, Performance and Monitoring

• Basic Technology background and skills in Storage Area Network (SAN) or Network Attached Storage (NAS)
• Basic Comprehensions in Networking
• Basic Knowledge in Virtualisation, VMware
• Fundamental Understanding of Backup and Recovery Application (NetBackup)